Placing your Order:

You can place your order in several ways - through our online ordering system, by phone, email or post. We will make every effort to ensure that all of these methods are fully operational at all times but we cannot be held responsible for delays or losses caused by failures of any of the above methods.

Orders for Silk Bedding

It is the responsibility of the customer to ensure that the dimensions of the bed are checked before ordering goods. Each page on our site shows standard sizes and dimensions. We are not responsible for additional costs accrued to the customer by incorrect ordering. Please take care.

Custom/Made to Order Products

When you order custom sizes from us we are completely reliant on the correct measurements supplied by you. Custom made items are non-returnable, except for faulty manufacture but see our returns policy.

Cancellation:

Cancellation of stock items can be made for a full refund providing the goods have not already been shipped. Once shipped our returns policy applies.

For custom made items, cancellation must be made within 48hrs of placing the order.

Any cancellation made after the 48 hour grace period will not be eligible for a refund as manufacturing of your item will have been commenced.

Cancellation of an order for bespoke products is not possible once the order has been agreed.

Delivery, Shipping and Handling:

For nearly all deliveries the we use outside courier services. It is your responsibility to ensure that correct delivery details, including a valid postcode or zip-code, have been entered. We will not and cannot be held responsible for delays or lost orders, caused as a direct result of user input error on your part. Packages without a valid post or zip code normally cannot be dispatched. Please note: we also reserve the right to only deliver to the billing address.

We shall not be liable to you or be deemed in breach of this Agreement by you for any delays in delivery beyond our reasonable control (for example lost delivery consignments). We will however try to rectify any problems as quickly as possible.

Please ensure that all the details that you give us are correct, so that we can carry out our obligation to you effectively. If you need something urgently, then please email us as there usually is some way we can help. Dependant on the method of shipping a tracking number may or may not be available. You are required to notify us within 7 days of receipt of your goods if the parcel is damaged in any way or you wish to initiate a return.

We deliver worldwide, though we reserve the right to refuse delivery into regions deemed unsafe or unreliable due to political or other reasons.

Goods returned to us because they were unable to be delivered will incur an additional delivery charge, equivalent to the actual cost of delivery. If goods are returned to us after attempted delivery and we are unable to make contact with you, after a reasonable period of time, for whatever reason, or you decide to cancel your order, at this stage, then our returns policy applies.

Please note that some items carry a slightly higher shipping charge due to their extra weight, which you will be informed about before checkout.

Payment:

If you pay by cheque, goods will be despatched once the cheque has cleared.

To prevent possible fraud with your money, we may ask for evidence of account ownership before goods are shipped (typically on high value or questionable (unusual) purchases)

Your Account:

If you use this site, you are responsible for maintaining the confidentiality of your account and password for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password.

Reviews, comments, communications and other content

Visitors may post reviews, and submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal or defamatory. You may not use a false e-mail address, impersonate any person or entity or otherwise mislead as to the origin of content. The House of Silk Emporium reserves the right (but not the obligation) to remove or edit such content, but does not regularly review posted content.

Risk of Loss

All items purchased from The House of Silk Emporium are made pursuant to a delivery contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier.

Product Descriptions:

We attempt to be as accurate as possible with all our product information. If a product offered for sale is not as described, your sole remedy is to return it in unused condition and where possible in the original packaging. Please contact us to discuss your case.

Technical Specifications and Advice

Wherever possible we try to provide accurate and the best advice on our products, based on our experiences. Our guidance is however given without any liability. We do not proclaim to be experts nor hold any certification or qualification in any trade relating to the installation or use of our products. Ultimate responsibility for the safe installation and use of any of our products therefore lies with the buyer and we will not be held liable for any loss or damage resulting from our guidance.

Indemnity:

You agree fully to indemnify, defend and hold us, and our officers, employees, agents and any personnel of The House of Silk Emporium harmless immediately on demand, from and against all claims, liability, damages and losses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other person accessing the Website using your name and/or personal information.

Our Rights:

We reserve the right to:

Modify or withdraw temporarily or permanently this Website (or any part of it);

Change the Conditions from time to time, without notice, and your continued use of the Website following such change shall be deemed to be your acceptance of such changes. It is your responsibility to check regularly to determine whether the Conditions have been changed;

To refuse an order, in which case any cleared funds would be returned;

To makes price changes from time to time.

Orders:

We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your payment secure, but in the absence of negligence on our part we cannot be held liable for any third party procuring unauthorised access to any data you provide when accessing or ordering.

If you want to cancel your order please contact us immediately, if goods have already been despatched our Returns Policy applies.

All items remain the property of the seller until they are paid for in full.

Non acceptance of an order may be a result of one of the following:

The product you ordered being unavailable from stock, or if we are unable to make a custom made product to your requirements;

Our inability to obtain authorisation for your payment;

The identification of a pricing or product description error;

Or we believe the order to be suspect or fraudulent in any way.

Orders are only processed once payment has been received.

A contract is only entered into between The House of Silk and you, the
customer once your goods have been delivered. The processing of a
payment and acknowledgement of an order does not constitute a legally
binding contract.

Returns Policy

Returns MUST be agreed in advance before returning goods and must be clearly marked with the relevant order number. To discuss returning a product contact us

You are required to notify us within 3 days, of receipt of your goods, if your order arrives damaged in any way.

Items are returnable for exchange, or refund of the amount paid IF they have not been used.

Sale invoice or photo copy of such MUST accompany all returned merchandise, which must be packaged in the original wrapping and be in re-saleable condition. Exchanges are not possible without receipt.

All returns must be initiated within 14 days of purchase, with the exception of Christmas orders made during November and December when The House of Silk Emporium allows up to the 7th January of the following year for returns to be initiated.

For your health and safety, lingerie is generally not returnable. Those in their original sealed package and show no sign of wear or use whatsoever may be returnable. Determination of use is made by The House of Silk Emporium staff ONLY.

Postage and packing is not refundable and customer pays all shipping charges. The customer is responsible for the safe return of goods to us and is responsible for any goods lost or damaged in transit. We will refund you for the cost of the goods only or we will exchange for comparable goods within 21days. We will not refund for gift wrapping. If you return goods that are used, washed or damaged in any way you will be charged for the packing and shipping costs of returning the goods to you. After 14 days refund or exchange is entirely at our discretion. A restocking charge of 15% may be made if goods are accepted back on to stock. 'Custom made' and 'made to order' items are only returnable in case of faulty workmanship or incorrect manufacture.

Force Majeure:

We shall not be liable for any default due to any act of God, war, strike, lock-out or other industrial action, difficulties in obtaining labour or parts, governmental or other restrictions or regulations or other event beyond our reasonable control.